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Webinars

March 4, 2012/in Consulting Services, Personnel, Service/by learningwithoutscars

Don’t forget. Dont’ miss this opportunity.

Two webinars on Service Management Monday

Two webinars on Service Managment Tuesday

You can register at www.rjslee.com under the Learning tab.

I look forward to having you with us.

TESTIMONIALS

Embracing the Elements: My Icelandic Adventure

Guest writer Sara Hanks brings us the lessons she learned through vacation in "Embracing the Elements: My Icelandic Adventure."

As I was unpacking after returning from my journey to Iceland, a quote on the hiking shoe box caught my eye, “It can be easy to forget how much beauty surrounds us, but <Insert Shoe Company> gets you to a place where you can enjoy the world around you.” The words struck a chord, as a beautiful summary of my experience and reflection of the lessons I had learned throughout the vacation.

Be Prepared

The first key takeaway was to Be Prepared. The 10-day forecast on the weather app on my phone, would not have prepared me for the elements we encountered. Several days were met with heavy winds and rains. At one point, the road closed due to high winds. When the road opened and we could drive through, there were several vans and trucks destroyed from being blown off the road. I’m grateful that my sister is always cold and warned me to pack with the worst weather in mind. The treacherous winds and heavy rains were no match for my waterproof hiking shoes, rain pants and layers of jackets. I enjoyed each moment because I was prepared.

Be Silly and Have Fun.

Be Silly and Have Fun, was a lesson I encountered in surprising ways. From running to see what treasures hid around the bend in the trail to being up close and personal to farm animals, I found pure joy. Trying to keep my balance in the wind, watching sheep being born, and petting the friendly Icelandic cows brought out a childlike sense of wonder and giggles. One cow decided to put my foot into its mouth. The small, whimsical moments made me realize the satisfaction of embracing the unexpected and amusing things in life.

Be Present in the Moment

Nothing taught me to Be Present in the Moment better than my hike up the stairs to the top of Skogafoss. With each step up the steep staircase, I was fully engrossed in the task at hand… get to the top, safely. When I reached the top, the view was amazing, as were the winds. Traveling back down the stairs was one of the most terrifying experiences of the vacation. Railings only existed on one side of the staircase, and they switched sides randomly. I found myself competing with the people climbing the stairs, especially when the wind gusts were greater than 30 MPH. All thoughts of work, LinkedIn notifications, and the incomplete chores were non-existent.

Get Outside

The lesson to Get Outside was driven home by a multitude of experiences. From riding an Icelandic horse to the stone beach, to boating around bright blue icebergs, each moment spent outdoors was a refreshing escape from the digital confines of everyday life. Oddly enough, I felt no knee pain during this vacation; I could run pain-free for the first time in years. I believe the constant movement in the fresh air was a big contributor. Now that I have all-weather gear, there is no excuse to avoid being outside.

Prioritize What You Love to Do.

Lastly, this trip reminded me to Prioritize What You Love to Do. I’m flexible and adaptable, so going along with others to do whatever, is not a problem. In Iceland, I rediscovered my love for adventure in the outdoors. Seeing geysers, making snow angels at the base of snow-covered mountains, hiking through a farm to a secluded waterfall, and being chased by a herd of Reindeer brought complete joy. It was a strong reminder that investing time in my passions brings both pleasure and a sense of fulfilment.

The quote on my shoebox perfectly described my Icelandic journey. Amidst the wild landscapes and memorable experiences, I had not just traveled across a country, but traveled on a journey of self-discovery. The joy, serenity, and renewal I found in Iceland shall be continued through these lessons.

Did you enjoy this blog? Read more great blog posts here.

For our course lists, please click here.

June 8, 2023

The Digital Dealership – Change and Remaining the Same

In tonight’s blog, guest writer Mets Kramer continues to speak on the digital dealership with a look at change, and remaining the same.

I often hear, and most of us have said, the following word. “The equipment business is a relationship business”, “Relationships make the difference”.

Nothing could be truer about this industry.   Our products create long term relationships because each of the products have a long-life cycle during which we need to engage with and support our customers. Relationships make all the difference during many phases of the machine’s life cycle. I first learned this lesson dealing with 330 Excavator issues. This work horse machine was relied upon by many customers, just it had lots of issues. Cylinders, pumps and final drives to name a few. Having a strong relationship helped us navigate the problems with the customers and come up with workable solutions and agreements. Through it all, we maintained the relationship and the next generation of the same machine still had lots of buyers.

So, this is often what I hear from dealers when talking about the development of the Digital Dealership. “Digital isn’t important, it’s a relationship business”. As if relationship is all it takes to maintain a customer. If that were true, we would all still have a roll of quarters in the truck and be looking for pay phones to get a hold of the office and the customer, rather than get a cell phone to get better.

The Truth is, while relationships matter, the digital transformation has supported it all the way and needs to continue to do so. It’s naive or “old fashioned” to get stuck in the glory of the past.   Just like your cell phone caused the demise of the Pay phone because it allowed you to do things better. The rest of the digital world is there to support you. Not replace you.

This past week I sent my 4Runner in for service. Just for fun I went online, found the nearest dealer, booked an appointment, chose my preferred communication method, got a quote for the service and discussed additional required services at my mileage. Then I got to the Dealership and talked face to face with the person I’d been emailing with. All my car information was entered, and we wasted no time. I built a relationship with Jallone the Assistant Service Manager. He looked after my needs and I tried to steal him from automotive to the equipment business, because he did a great job. When the service was done, he followed up with electronic invoices and discussion on open items.

The Digital dealership supports and improves your existing operations, it does not destroy the value of relationships, it only makes them easier to create and maintain.

Take this example I heard from Alex Kraft at Heave.co this past week. A contractor told him he’s been waiting for 3 weeks to get a quote from his sales rep. All this customer wanted was a piece of paper (or electronic quote) for a machine, but the sales rep is too busy or the process too onerous to get a quote out. How is it helping that dealer and customer not to have the dealership invest more seriously in digital systems to provide quotes faster. In the end this contractor went to a new platform that exposed his needs to dozens of other dealers, who quoted him automatically or saw the Quote request and responded.

Digital supports your business; it doesn’t take away from it; unless you decide to implement it poorly.

How else does Digital augment your relationship?

A core aspect of the Digital dealership is the use of information. As the equipment expert your customer relies on, you need to be seen as the trusted advisor, not a quote provider or order taker. Find ways to use digital information to be ready to support your customer with all the equipment related information you can. Specs, performance, analysis, operating cost and market pricing data. When you become the Digitally enabled Trusted Advisor, you’re always welcome.

Oh, and don’t forget to have inventory info at your fingertips and be able to price something.

Years ago, I had dinner with a colleague in Chicago during my only 1.5 years not in the construction equipment business. He told me a story of being a young regional manager, sitting with his customer. He proudly boasted about the improvement their business had made in delivery. He told his customer “We can now ship any product we have in stock to you in a week”. He was so proud of the giant gain in delivery speed.   His customer looked at him and laughed “You’ve got to be F@#%@ kidding me, from stock to out the door in seven days???”   Expectations are the point. Your customers have a learned experience of what’s possible. No matter how good you think you are, if someone is doing it better, that’s the new standard.

Creating a strong Digital Dealership, however that applies to your dealership, improves your relationship with your customer.

Did you enjoy this blog? Read more great blog posts here.

For our course lists, please click here.

August 24, 2021

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